In order to streamline support requests and better serve you, we utilize a support ticket system (with effect from 12th Sept, 2014). Every support request is assigned a unique ticket number which you can use to track the progress and responses online.
Support Eligibility
- 6 Months Free Premium Support for each license from the date of purchase
- You can extend the support for another 6 months (i.e 1 Year Support) by paying additional 30% of price of the extension. This needs to be done within 7 days from the date of purchase
- Support can be renewed for 6 months once the support is expired. The charges for renewing support is 60% of latest price of the extension
Support Features
- Installing the extension / module
- Fixing any bug or issues in the extension
- Template customization support (VQMOD / OCMOD). Please note we do not provide support for the templates mentioned below. Extra charges ($50) applicable to provide support to those particular templates / theme***
Support Timing
- Support is opened only on every weekdays (Monday to Friday), Support Timings are 11.00AM to 4.00PM IST (Indian Standard Time)
- Support is Closed on every Saturday and Sunday
- Support is closed on Public Holidays followed by Indian and the United States Government
- Ticket/Support requested might not be addressed during non-business hours.
- On special cases / in rare cases, our developer might provide weekend support.
- We provide high priority support on all days, however extra charges are applicable.
Support System
- All post purchase queries or issues must be addressed through our support system. Queries / issues posted in OpenCart comment area or any other section will not be addressed. Issues / queries via email might not be replied. For any queries / issues related to purchase, you must raise a support ticket in the system
- For pre sale queries, you can email us directly or use our contact form / enquiry form. You can email us at opencart@huntbee.com
Ticket Response time
- Once support ticket is raised, one of our representatives will respond (initial communication) to the ticket within 24 - 48 hours (1 - 2 business days). [Please note resolution time is not predictable. It might even take 2 weeks in rare cases]
Cancellation and Refund
Please read our cancellation and refund policy here at https://www.huntbee.com/refund-policy
Support terms and conditions
- The support policy is applicable to all huntbee products purchased via HuntBee Store (this website) and OpenCart Marketplace
- Our support policy may or may not change, and we may not notify you via email.
- By purchasing a product you agree to all the points mentioned here.
***Templates where FREE SUPPORT will not be covered or Charged additional $50* for 6 months:
- PAVILION TEMPLATE - [Since this template doesn't follow OpenCart Standards and it uses it's own coding standards]
If you have any concern or suggestion or clarification regarding our support policy, please feel free to contact us at opencart@huntbee.com
Last updated: 08 April, 2020
